Manager, Enterprise Support
Leads Figma’s Enterprise and Technical Support team in Singapore, overseeing people development, customer experience, escalations, operational improvements, and cross-functional partnerships. The role requires 4+ years leading technical support teams in SaaS enterprise environments and expertise with SSO, SCIM, provisioning, and security workflows.
About the job
Responsibilities
- Lead and develop the Enterprise & Technical Support team, setting a high bar for customer experience, quality, and performance.
- Manage, coach, and empower the team to meet key Enterprise support KPIs, driving clarity, alignment, and accountability.
- Partner with Support Operations to implement improvements that enhance support delivery at scale.
- Collaborate with Sales leadership to unblock high-value customers, support complex organization migrations, and guide major account transitions.
- Work with Voice of the Customer, Product, and Engineering teams to surface insights that drive product and customer-journey improvements.
- Use Product Support Analytics to identify trends, improve product quality, and inform strategic decisions.
- Support high-complexity Enterprise escalations and ensure consistent, high-quality technical outcomes through cross-functional partnership.
Requirements
- 4+ years leading high-performing technical support teams in a SaaS environment, focused on Enterprise customers.
- Experience supporting complex enterprise environments, including SSO, SCIM, provisioning, and security workflows.
- Proven ability to partner with Sales, Product, and Engineering to resolve issues and drive improvements.
- Experience building new systems and processes from scratch.
- Deep expertise in people leadership and developing effective, high-performing teams.
Nice-to-haves
- Experience using Figma products.
- Strong debugging and technical-quality background.
- Ability to interpret developer documentation and APIs.
- Familiarity with JavaScript/TypeScript, HTML, and CSS.
Additional information
- The role is based out of Figma's Singapore hub.
- Candidates must attend in-person onboarding if hired.
Skills
SaaS, Enterprise Support, Technical Support, SSO, SCIM, Provisioning, Security, Product Support Analytics, APIs, JavaScript, TypeScript, HTML, CSS
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